Serving unfair customers |
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Authors: | Leonard L Berry Kathleen Seiders |
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Institution: | a Mays Business School, Texas A&M University, 4112 TAMU, College Station, TX 77843-4112, USA b Carroll School of Management, Boston College, Boston, MA, USA |
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Abstract: | Companies commonly adopt “the customer is always right” maxim as a basic premise for delivering quality service. A close examination of customer behavior, however, reveals that customers can be not only wrong but also blatantly unjust. Unfair customers take advantage of being “always right” by demanding unwarranted privileges and compensation, adversely affecting companies and, in some cases, employees and other customers. Companies can actually strengthen their ability to deliver quality service by dealing effectively with unfair customers. |
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Keywords: | Customer service Unfair customers Demanding customers Fairness Service excellence |
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